HVAC Customer Resource Coordinator

What you will do
* Under direct supervision of the Area Resource Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics.
* Ensures schedule allows fortimelycompletionof preventative maintenance and aligns with monthly forecasting goals.
* Debrief activities of assignedtechnicians/mechanicsdaily, coordinating withtechnicians/mechanicsto resolve concerns quickly.
* Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer's expectations.
* Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction cost-effectively.
* Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriatebusinessprocess.

How you will do it
* Receives customer requests for unscheduled or scheduled service.
* Coordinates labor scheduling to align technicians to the appropriate customerand service needs.
* Communicates the action plan and services to beprovideddirectlyto the customer.
* Ensures work has been performed to the customer's expectations and performs follow-up with the customer, as needed.
* Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
* Debrief activities daily.
* Ensures Technicians are providedwith daily schedules. Maintains consistent communication with assigned Technicians.
* Follows up on activities to ensure completion in an established timeframe.
* Ensures that all customer account information requiredto support call management activities and scheduling of tasks are kept up to date in NxGen.
* Scheduled Service Visits - on time.
* Parts ordering/PO creation support.
* Start-up support.
* Customer PO confirmation.
* WIP Management.
* Reconcile exceptions (SIR and AP).
* Attend weekly planning/scheduling meetings.
* Assistwith monitoring of time and expense reporting submission.
* Review and correct unassociated time for timesheets for technicians.
* Other duties and administrative activities as assigned.

What we look for
Required
* High school diploma or equivalent required, plus a minimum of 2 years of service industry experience managing service operations and/or service scheduling.
* Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
* Must have strong interpersonal skills to effectively communicate with both internal and external clients. Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
* Able to prioritize work activities based upon financial impact to desired business goals.
* Able to influence diverse teams to accomplish tasks/goals.

Preferred
* Associates degree preferred
* Candidate should possess a background in a building management system / controls industry
* Experience and/or basic project accounting or costing principals is desired

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